Mobility is no longer just a trend but a way of life for modern day businesses and consumers. Because of this, field service isn’t complete without it. As far as technology goes, mobility is by far the most important area for growth, budget and attention, particularly for service organizations looking to achieve a higher level of efficiency.
Today, dozens of field service organizations and field service vendors gather in sunny Palm Springs, CA for Field Service USA, an event designed to provide service and support executives with best practice strategies, education, and inspiration to help them achieve their goals for 2014 and beyond. As a part of this great event, we starting thinking about field service organizations, and the challenges they face on a daily basis.
First-time fix rate may just be the red-headed stepchild of field service metrics. This performance metric, which is defined as the percentage of jobs that are resolved the first time a field technician visits, is largely underrated. In fact, according to Aberdeen Group’s Field Service 2013: Workforce Management Guide, 17% of the service organizations surveyed don’t measure first-time fix rate, or were not aware of theirs. Despite this figure, Aberdeen goes on to state that the top complaint service customers have is that their technician could not resolve the issue (over half the respondents, 57%). Based on this, shouldn’t first-time fix rate be on the forefront of every field service manager’s mind? First-time fix rate doesn’t just improve customer service.